ITIL V3 Executive Awarness

The Office of the Government Commerce, UK (OGC - the official owner of ITIL®) commissioned a program to review the IT Service Management best practice framework. The publications, referred to as ITIL® V2, provide guidance for managing information technology and systems activities. The result of the review was the launch of five core books in May 2007, referred to as ITIL® V3, for Service Management.

The main focus of this intensive 1-day ITIL® V3 Executive Awareness course will be provide a high level overview of the contents and benefits of the ITIL® V3 framework. We will cover how and why activities are grouped, recommendations for organization and managing organizational change, specific recommendations focused on problem areas in your organization, and development of business cases to support an ITIL® implementation programme.

LEARNING OBJECTIVES

Candidates will gain understanding of IT Service Management as described in the ITIL® Service Strategy, ITIL® Service Design, ITIL® Service Transition, ITIL® Service Operation, ITIL® Continual Service Improvement, publications. A basic ITIL® vocabulary will be established and participants will leave the course with sufficient information to proceed to investigate the benefits of ITIL® within their own organization.

WHO SHOULD ATTEND

The ITIL® V3 Executive Awareness course is suitable for individuals who:

• Are Chief Information Officers, Senior IT Managers, IT Managers and Supervisors, IT professionals and IT Operation practitioners.
• Are interested in learning more about ITIL® and specifically how it may benefit their organization.

PREREQUISITE

There are no prerequisites for this course.

MATERIALS

You will receive a course binder containing copies of presentation slides, case studies, exercises and suggested solutions.

WHAT YOU WILL LEARN

Service Management as a Practice

• The Service Lifecycle including Processes
• Technology and Architecture
• Implementation Considerations
• ITIL® Terminology
• Complementary Industry Guidance

Continual Service Improvement

• The 7 step improvement process
• Methods and Techniques
• Organizing for Continual Improvement

Targeted Action

• Identifying Needs
• Matching Needs to Process Solutions
• Where to Start
• The Business Case
• Objective Evidence